WFM / Workforce Manager (MOA, Pasay)

• Bachelor's Degree or at least 2 years in college completed (no back subjects)
• At least 3 years as a Workforce Manager or equivalent in the BPO industry
• Solid background in WFM functions, e.g., forecasting, scheduling, and real-time management
• Proficient in WFM tools
• Preferably available to start immediately or with a notice period of up to 30 days
• Flexible and willing to work in shift schedules, extended hours, and during weekends as per business needs
• With Pre-Employment Requirements documents ready

• Generates month-wise, day-wise, and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather, etc.
• Runs short-term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
• Creates, maintains, and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
• Generates/reviews schedules accordingly to meet the business requirements, enabling superior customer service
• Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
• Drives high client satisfaction by managing service level situations and providing staffing, scheduling, and Real-Time Adherence solutions
• Protects the organization's assets through upholding the principles of the Quality Information Security Management System
• Serves as the main point of contact for all WFM concerns

TASQ Staffing Solutions